Customer support / Free editable template

Customer health score model template

A health score turns many signals into one number your team can act on. This example scores one account on six weighted signals, from product usage to billing. Each signal shows its weight, its score as a progress bar and the points it adds, and the total sits on a red, amber and green scale with the biggest drag called out and a note on tuning the weights.

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Customer health score model example showing six weighted signals with progress bars, points per signal and a total score, a risk scale with thresholds
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Pick the signals

    Choose four to eight signals you can measure every week, such as usage, adoption, support load, relationship and billing.

  2. Set the weights

    Weight each signal by how well it predicted churn in your past accounts, and make sure the weights add up to 100.

  3. Set the thresholds

    Decide where at risk, watch and healthy start, and what each band triggers, such as a save play under 40.

Questions about this template

How do I change the signal weights?

Edit the weight for each signal so they still add up to 100%, then recalculate the points column and the overall score on the risk scale.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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